Agents can't utilise password reset link in email

jeroens · Jul 19, 2017

Hi everyone,I'm experiencing this issue: when a password reset email is sent (e.g. from the admin agents panel) and the agent tries to use the link to set a new password, after entering their username/emailaddress they get thrown back to the same dialogue box over and over and can't reset their password at all.Issue is occurring on:osTicket Version v1.10 (901e5ea)Web Server Software nginx/1.10.3MySQL Version 5.7.18PHP Version 7.0.18-0ubuntu0.16.04.1

Clean install, only the /etc/nginx/sites-available/osticket server recipe has been slightly modified (attached) to get AJAX to work properly (tooltips), in php.ini cgi.fix_pathinfo has been set to 0.

The following error is found in the log:

2035#2035: *415 FastCGI sent in stderr: "PHP message: PHP Fatal error: Uncaught Error: Call to a member function setTabActive() on null in /var/www/html/osticket/scp/profile.php

Stack trace:

#0 /var/www/html/osticket/scp/staff.inc.php(133): require()

#1 /var/www/html/osticket/scp/autocron.php(18): require('/var/www/html/o...')

#2 {main} thrown in /var/www/html/osticket/scp/profile.php on line 50" while reading response header from upstream```

It seems this is a bug, as the problem is exactly the same as mentioned in this issue (have added my findings there as well): https://github.com/osTicket/osTicket/issues/3039.

As this results in significant loss of functionality it seems not everyone is experiencing this (otherwise it would been a bigger problem). Any ideas why or what could be done to avoid or fix this issue?

Thanks, Jeroen

[osticket.txt](https://forum.osticket.com/assets/files/migrated/FileUpload/98/80f2b412b74a3db4c22cd2de98f1aa.txt)

ntozier · Jul 19, 2017

"Web Server Software nginx/1.10.3"^osTicket does not support nginx. There are a bunch of custom configuration changes that you need to do to get it to work out of the box. There are a number of threads over at github about nginx issues. I would recommend that you read through them and make sure that you have everything configured correctly. I do not run nginx so I probably wont be of much assistance to you in that regards."It seems this is a bug, as the problem is exactly the same as mentioned in this issue (have added my findings there as well): https://github.com/osTicket/osTicket/issues/3039."That thread specifically says User not Agent (and yours is Agent not User) and the PHP errors in both are different. So I would disagree that the two problems are exactly the same. Also the poster doesn't not give any environment details.At the very lest I would recommend that you start a github issue report with your environment details, and logged errors.